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A Study on the Effects of the Characteristics of Internet Shopping mall on Shopping Values and Customer Retention
* Professor, Kyungnam University, Masan, Korea, 631-701
** Full-Time Instructor, Professor, Taegu Science College, Taegu, Korea, 702-723
Kim, Yong Man*·Kim, Dong Hyeon**
Internet, which has been developed as a new exchange revolution, forms a huge virtual exchange market, and the innovative electronic commerce has completely broken off the way of existing goods distribution.
This study begins with an awareness of the importance of customer retention to keep winning over the competition in internet shopping mall. In order to explain of the customer retention between individual and internet shopping mall, the study introduces first a satisfaction on shopping followed by an awareness of the importance of customer retention, and looks into a formation process of trust, satisfaction, and relationship orientation occurred by the offer of valuable convenience to customers. The study also explores the influence on shopping value by the characteristics with which internet shopping mall can bear, unfold by a cause and effect relationship the degree of shopping satisfaction, trust, and relationship orientation, and inquires a question to find out how to fuse the characteristics for internet retention.
Therefore, this study has the following purposes:
After examining prior research for the characteristics of internet shopping mall, it presents a possibility to connect shopping value with customer retention in light of theoretical system on characteristic elements derived from emotional and utilitarian perspectives. In order to achieve the purposes, the characteristics of internet retailing shop included site design, virtual reality, web awareness, customer concern, merchandise search, information supply, product value, and transaction system. Hypotheses were set up for the relationship with these characteristics and substantially analyzed.
To prove this research, we analyzed collected data in which customers had experienced in shopping at internet shopping mall and discussed strategic current issues about its analytic results.